SERVICE DESCRIPTION
Penn State IT manages a Comcast contract for Cable TV service at many Penn State campuses. Pricing for the service and installation is calculated per outlet. Comcast manages delivered content.
ROLES & RESPONSIBILITIES
Penn State IT Responsibilities
- Design, install, maintain, and resolve incidents for Cable TV service
- Meet service response times
- Performance measurement and monitoring
- Provide 24-hour advance notice of planned outages via status alerts on the Penn State IT Portal Service Staus webpage and/or via an email alert to customers who have subscribed (per service)
- Provide notice of significant unplanned service interruptions/outages via status alerts on the Penn State IT Portal Service Staus webpage and/or via an email alert to customers who have subscribed (per service)
Customer Responsibilities
- Report service issues through the Penn State IT Portal Get Help page
- Request new service, modify an existing service, or ask questions through the Service Request form in the Penn State IT Portal
- The use of Cable TV service indicates acceptance of this Cable TV Service Level Agreement (SLA). A violation of this policy will result in referral to the Office of Conduct Standards or the Office of Human Resources for appropriate sanctions and the loss of access privileges.
INCIDENT MANAGEMENT
The Penn State IT Service Desk provides level 1 support for incidents related to the University's IT services. Each reported incident receives a unique Incident number and generates an email notification to the person making the report. When necessary, the incident will be escalated to the appropriate technical team.
Penn State IT will use time and material to bill for services under the following conditions:
- The repair or replacement of any material or equipment damaged resulting from accidental or intentional tampering or misuse
- Repairs that are caused by the installation or use of equipment that was not provided, tested, or approved by Penn State IT
- Repairs or replacement of materials damaged by natural disasters, flooding, fires, power surges, and lightning
- Labor and replacement of materials due to theft
SERVICE RESPONSE & RESOLUTION
Typical core working hours
Monday – Friday, 8:00 a.m. – 5:00 p.m.
Response Time
The time elapsed from when Penn State IT receives notice of a problem until Penn State IT staff is actively involved in corrective measures.
Core-Hours Resolution Time
Resolution Time is the elapsed time between the start of corrective action by Penn State IT and the time the problem is resolved. Corrective action may continue working toward resolution beyond core hours unless restricted by Comcast or resource availability. Resolution time does not include travel time if dispatch to non-University locations is required.
After-Hours Response and Resolution Times
Work done outside of core working hours is considered After-Hours, and expectations are adjusted as follows: personnel are on-call and dispatched by the Penn State IT Service Desk. Resolution may be achieved through remote work when possible; however, resolution times may increase when staff is dispatched outside of core hours.
PERFORMANCE MEASUREMENTS & MONITORING
Daily Performance/Availability Reports Reviewed by Penn State IT
- Total incidents, response time to incidents (by priority)
- Resolution of tickets (based on Incident ticket system)
- Change management metric - the ratio of unplanned outages caused by failed changes to total outages
Monitoring
Penn State IT will actively monitor the Cable TV infrastructure for events affecting service performance. Monitoring includes, and is not limited to, up\down status and proper signal levels. Penn State IT will create cases (incidents) as required to track and resolve the events.
SERVICE DEPENDENCIES
- Power
- Cable TV channel feed from Comcast
- Hardware (transmitters, receivers, amplifiers, infrastructure)
- Vendor provided telecommunications connectivity
STAKEHOLDERS
- Penn State IT
- Penn State Cable TV Customers and Users